Introduction
The Requester View in Freshservice has been enhanced to give agents a comprehensive view of requester details directly within the ticket. Along with basic information, agents can now access additional fields such as department, address, recent ticket history, and generated documents—all in one place.
With this enhancement, agents no longer need to navigate across multiple screens or profiles to gather context. They can resolve requests faster and deliver a smoother employee experience.
What’s New in Requester Information
When you click View more details under Request Information in the ticket view, a side panel with additional requester context appears.
This panel is divided into two parts:
At the top of the panel, you’ll see key requester details such as email address, phone number, time zone, language, department, location, and so on. These details are retrieved from the requester’s profile in Freshservice.
This visibility gives agents immediate access to important information and helps them take better action. For example, when an employee raises a laptop replacement request, knowing their department and location helps the agent route the ticket to the right regional IT team. Similarly, if an employee submits an HR query about leave policies, seeing their role and time zone helps the agent apply the correct policy and provide accurate guidance.The lower half of the panel includes two tabs that provide additional context:
Recent Tickets: This tab helps agents work more effectively by giving them immediate visibility into a requester’s past activity. Along with the ticket list, key details such as Assigned to, Status, and Priority are also displayed, helping agents understand the current state of each request at a glance.
With this visibility, agents can quickly identify recurring issues. For example, if an employee has submitted multiple password reset requests, the agent can recognize the pattern and recommend a permanent fix instead of resolving each case in isolation. It also helps avoid duplicate work, since agents can confirm whether a similar ticket is already open before proceeding. Most importantly, by reviewing the requester’s history, agents can provide faster, more relevant responses that are tailored to the requester’s needs.
Documents: This tab lists all documents generated for the requester across their tickets, giving agents a single place to find and reference past records. Instead of searching through multiple tickets, agents can quickly locate the document they need. Agents can preview any document directly by selecting it. This makes it easier to review or reuse previously generated files.
For example, if an employee raises a query about discrepancies in their relocation allowance, the agent can quickly open the previously generated relocation approval letter from the Documents tab to provide an accurate response. This streamlined access saves time and ensures consistency in communication.
